Technical Support Specialist

4 weeks ago


Tustin, California, United States Tricon Residential Full time

At Tricon Residential, we're committed to delivering exceptional technical support to our teams across all technology platforms.

Key Responsibilities:
  • Gather information independently and provide in-depth analysis to resolve production issues
  • Participate in weekly cadences and brainstorming sessions to identify opportunities and provide representation of the end users
  • Work closely with the product/dev/QA team to prioritize and document bugs
  • Provide severity and analysis of issues, inquiries, and requests
  • Maintain ownership until resolution of technical issue
  • Prioritize and deliver excellent customer service by troubleshooting and resolving issues related to Tricon's technology solutions
  • Enforce best practices with end users to ensure data integrity throughout the organization
  • Analyze patterns in user requests to identify actionable insights for process improvement
  • Account creation and enforcement of user security and permissions
  • Assist with the development and delivery of training materials and documentation
  • Regularly contributes to and updates knowledge base system
  • Generate reports on system usage and ticket history as needed
  • Manage projects and tasks in project management tool
  • Maintain SLA and ticket closure goals using service desk software
  • Monitor system health by reviewing performance metrics and running pre-defined automated test cases

Requirements:

  • Ability to write intermediate sql/mysql queries
  • Residential Real Estate or Single-Family Homes experience desired
  • 2+ years of experience with technical troubleshooting, customer support, and account management
  • Strong customer service orientation is essential
  • Support desk experience is highly desired
  • Strong attention to detail, problem-solving, and process improvement skills
  • Must have a passion for learning new technology and developing innovative solutions

Education:

  • Bachelor's degree or a combination of industry certifications and/or equivalent related work experience
  • Excellent verbal and written communication skills
  • Demonstrated ability to handle a fast-paced environment and the ability to prioritize and complete tasks
  • Ability to think critically to analyze issues and propose solutions
  • Work well in a team environment; willingness to collaborate to find optimal business solutions

At Tricon Residential, we value diversity, equity, and inclusion in the workplace and strive to create a culture where every individual can thrive.



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